Service terms

These are the terms for our paid work. Together with the written quote you agree to, they make up our agreement. If the quote and these terms ever say different things, the quote wins.

1. How we start

First comes your free check, then a short call. Then we send a written quote with your plan, your monthly or yearly price, any one-time build fee, and a start date. Nothing is charged until you have read the quote and said yes in writing. An email is enough.

2. The plans

• Website. Design and build, hosting, security and updates, online booking and quote requests, your dashboard, changes when you ask, and a short report each month.
• Google listing. A complete, current Google listing, photos and posts, a review request routine you can send in one tap, a drafted reply to every review for you to approve, and a short report each month.
• Website + Google listing. Everything in both.

Your quote says exactly which plan you're on and what it includes.

3. Changes, within reason

Normal care is included: updating text, photos, hours and prices, a new page now and then, and fixing anything that breaks. Bigger projects, such as a full redesign, an online shop or many new pages at once, are quoted separately. If a month's requests are much bigger than usual, we'll tell you before we start and agree a price or a timeline with you.

4. Upgrades

When we improve how our websites, dashboard or tools work, for example making them faster or more secure, you get those improvements at no extra cost for as long as you're a client. New services we launch later may be priced separately. You never have to take one.

5. How long a plan runs

• Website, and Website + Google listing, paid monthly: a 12-month minimum, then month to month.
• Google listing only: month to month from the start.
• Any plan paid yearly: 12 months paid upfront, for the price of 10.

6. Paying

• We invoice in US dollars, in advance: monthly, or once a year for yearly plans.
• You can pay by US bank transfer (details on the invoice) or by card through PayPal. Invoices are due within 7 days.
• Outside costs, such as your domain name, are listed on your invoice at what they really cost us, with nothing added.
• Prices don't include any taxes you owe in your own country.
• If an invoice is 14 days late, we may pause work until it's paid. If it's 30 days late, we may end the agreement.
• We may change our prices with 30 days' written notice. A change never applies during your minimum term or a year you've already paid for.

7. What's yours, and what's ours

Yours: your domain name, your website's words, photos and logo, your Google listing and its reviews, and every account we set up for you, which is always in your name. When you leave, you also get a working copy of your website's files, and you may use and change them however you like.

Ours: our dashboard, our tools and templates, and how we do the work. You can use them for as long as you're a client.

8. Access

You give us manager access to the accounts we look after. We use it only for the work we've agreed. You can remove it at any time. We will never ask for your bank or card details, and we never change the owner of your accounts.

9. Reviews, done honestly

We ask every customer for a review the same way, and only after real work. We never write, buy or filter reviews, never offer anything in return for them, and never ask only the happy customers. This follows Google's review rules and the US Federal Trade Commission's rule on consumer reviews (16 CFR Part 465). Please don't ask us to break these rules. We will say no.

10. Your part

• Tell us the truth about your business: services, licences, hours and prices.
• Only give us photos, logos and words you have the right to use.
• Only give us customers' details you're allowed to contact, for example people you've done work for.
• Reply to our questions and approvals, so the work doesn't stall.

11. Support and response times

• We reply to every message the same US business day. Messages that reach us after 5 PM US Eastern time, or at weekends, are answered the next business day.
• An automatic check watches your website around the clock. If it goes down, we're alerted and start fixing it the same day.
• You have one person to message, who knows your business.

12. No ranking promises

Google decides how businesses rank. We can't promise a position, a number of reviews, calls or sales, and we won't. We promise to do the work we've agreed, properly, every month.

13. Leaving

• Tell us by email at any time. Month-to-month plans end at the end of the month you've paid for.
• If you leave during a 12-month minimum, you pay the lower of the months left or 3 months' fee. For example, leave after 10 months and you pay 2; leave after 2 months and you pay 3.
• If you paid yearly and leave early, we refund the unused months, charging the months you used at the monthly price.
• We may end the agreement with 30 days' notice, or sooner if invoices go unpaid or if we're asked to do something illegal or dishonest.

14. Handover

Within 14 days of your last paid day, and once anything you owe is paid, we hand over:

• Your domain, unlocked and ready to move, or transferred to you.
• A working copy of your website's files, with your words and photos.
• Your Google listing, which is already yours, with our access removed.
• A full record of the work: every change we made, how things are set up, and which accounts you own.

There's no handover fee. After the handover, we delete your customers' details within 30 days.

15. Keeping things private

We keep your business information private, and use it only to do the work. How we handle personal details is in our privacy policy.

16. Limits

We're not responsible for losses we couldn't reasonably control, such as outages at Google, Cloudflare or other services we rely on, or for indirect losses such as lost profits or lost jobs. Our total responsibility under this agreement is limited to the fees you paid us in the 3 months before the problem. Nothing here limits anything the law doesn't allow us to limit.

17. Changes to these terms

If we change these terms, we'll email you at least 30 days before the change applies. If you don't agree, you can leave before it applies without paying the early-exit amount.

18. Law and disagreements

These terms are governed by the laws of India. If we disagree about something, we'll both first try in good faith to settle it by talking, for at least 30 days. If that doesn't work, the courts in Gurugram, Haryana, India decide.

19. Who we are

Subtwo, A-25 Vipul World, Sector 48, Gurugram, Haryana 122018, India. subtwo@subtwo.in